Shipping & Returns

General Return Policy: All items for return/exchange must be in new condition with original tags and packaging, show no signs of wear or use and must be accompanied by original receipt. Regular price items may be returned or exchanged up to 30 days from date of purchase. Sale items (up to 39% off) may be exchanged or returned for store credit only up to 15 days from purchase unless otherwise marked. Clearance items (over 39% off) are final sales. Consumable items such as shampoos, foods, etc are non-returnable except for items that fall under the Pet Food Satisfaction Guarantee. Returns can only be accepted at CHAAR stores carrying like product. No returns on layaways. For special orders see Special Order policy.

Client information must be entered into client list in order to accept any return even if original purchase was not under individual client record.

Items that cannot be returned except in case of manufacturer’s defect include open cans/pouches/tubs of pet food; open pet treats; supplements; equine, livestock, and wild animal feeds and bedding; shampoos and other grooming related consumable items; merchandise discounted for any reason; and custom made-to-order items.

Web orders: Regular return policy in effect with the following modifications. Returns can be made up to 10 days after receipt of goods. Discounted items are final sales. Customer is responsible for cost of return shipping on all returns. Click and log in to request a return authorization or call 610-437-9978 Mon-Fri 9am-7pm EST.

Pet Food Satisfaction Guarantee:Open and unopened bags of dry kibble dog and cat food can be returned up to 30 days after purchase for store credit with copy of receipt or record of purchase on client record. Unopened cans/pouches/tubs of wet food for dogs or cats can be returned for store credit up to 30 days after purchase with copy of receipt or record of purchase on client record.

Refund Tendering:Refunds are tendered in the exact tender type (and account number when applicable) as the original transaction whenever possible. Refunds for purchases made in cash over $50 or exceeding the amount reasonably available in store according to manager’s discretion may be issued by check. Cash refunds in excess of $300 must be issued by check. Refunds issued by check take approximately 7 to 10 day for delivery. If original receipt is not present or exact card number for credit/debit returns is not available store credit will be returned.

Client list requirement:Client information must be entered into client list in order to accept any return.

Manufacturer’s defects:At manager’s discretion manufacturers defects on used/worn products may be returned for store credit. Original receipt or client list record of purchase must accompany the return. In some cases product may be subject to manufacturer’s policies for assessment.

Special Order Returns:Special orders for items that are part of everyday stock merchandise can be returned for a full refund up to 30 days after receipt by customer or 60 days after delivery to store(whichever comes first) according to the terms of the general return policy outlined above. Special orders for non-stock merchandise may be retuned for store credit, but not a refund in any other tender, according to the same terms outlined in this section. Custom and/or made-to-order items may not be returned.

Web/Phone Orders:Web, phone, and other direct delivery to customer items must receive a return authorization by calling 610-437-9978 prior to shipping return or may be brought directly to an Anchor store for return. Customer is responsible for cost of returning merchandise unless return is the result of our error. You can also request a return by logging in to your account on www.chaar.us, clicking Complete Orders, and selecting Return Item(s) on the order from which you wish to return items.

Return locations:Returns may be made at any store carrying the same type of merchandise as the item being returned. For example – footwear can be returned to a store location that carries the same or similar types of footwear, but not to a location carrying only pet supplies and services

Disclaimer:We reserve the right to deny refunds and/or returns for reasons not stated in this policy including but not limited to suspicion of return fraud. We reserve the right to change this return policy at any time without prior notification or customer consent.

Layaways:Layaways require a 25% deposit up front and must be paid in full no later than 90 days from the date of initial deposit. If a layaway is not paid in full within 90 days, the initial 25% deposit and merchandise are automatically forfeited to Chaar. No returns, cancellations, or allowances accepted on layaways more than 30 days after first payment.